The Delhi Transport Department plans to implement AI-powered virtual assistance solutions to enhance service delivery, streamline processes, improve service quality, and reduce delays in document verification and other processes.
This system aims to eliminate the need for applicants to visit offices, operational glitches and provide faceless services on time, said officials. A senior official from the Transport Department stated that currently, 47 services offered by the department, including vehicle registration, transfer of vehicle ownership, duplicate registration certificates (RC), and no-objection certificates (NOC), are faceless. Approximately 2.6 million people have benefitted from these services.
“The number is expected to grow significantly in the next decade… But the current system is purely managed manually by staff to review and approve the applications for the different services, visit offices for the inquiry for proper information, and there is no dashboard for decision making and no visibility of the work done by staff for the applicants. So, to end this, the Department has come up with this plan,” said a senior official from the Transport Department.
“By introducing the power of AI to assist applicants and staff for document verification, the turnaround time can be improved and delight the applicants and staff. Use of AI as virtual assistant to the applicant’s query will improve the quality of service and avoid visits to the office,” said an official.
Under this project, the Department plans to implement three key solutions using AI technologies, designed to transform key areas of the department’s operations, such as ‘automated document verification’ process, ‘virtual assistance’ and ‘AI-powered dashboard’ integrated with the Transport Department’s website.
“For the automated document verification process, the Department wants to bring an AI-powered tool that detects discrepancies in the uploaded documents such as Aadhaar card on the Vahan and Sarathi portals and ensures data matches the user’s application… So that the legibility is improved, notifies users of errors, and speeds up the verification process,” said an official.
Officials said that once developed, the Department will implement the solution for 13 services in phase-1 for testing purposes, such as NOC service, transfer of ownership, change of address in the driving licence, new vehicle registration certificate (RC), duplicate RC, new permit issuance, renewal of permit, renewal of permit home authorisation, renewal and duplicate of fitness certificate, new learner’s licence, driving licence and renewal. After analysing the results on these 13 services, the same solution will be extended to cover the remaining 34 citizen services in the next phase.
The second solution will be development of AI virtual assistant (ChatBot, GenAI), which will be integrated into the Department’s website to assist citizens and staff in English and Hindi.
“It will answer queries on services, required documents, application status etc…and help the people step by step… It will also identify errors, provide solutions, and offer quick access to relevant resources across 47 services, improving the overall user experience,” said officials.
Further, the department also has plans to develop an AI powered ‘Analytics Dashboard’ to provide advanced analytics for both department and citizens. The dashboard will enable the executives to track RTO-wise service status, including total applications received and disposed of, turnaround times, total pendency, reasons for pendency and other key insights to enhance operational efficiency.n It will also offer real-time data with the status of applications.
“The main objective of the dashboard is to have a staff-based report on how many applications are processed, pending time and disposal rate and other KPIs related to it,” said an official.
Officials announced that the Department has issued a tender for implementing AI solutions.
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